Situations that come up
The delayed job
A delay quickly raises tension, especially if the customer took time off to let you in. Acknowledge the inconvenience, explain in one sentence if there was an unforeseen problem, and offer a direct conversation. Don’t detail the job or the address.
The quote that differs from the invoice
Don’t settle the dispute in the comments. Say you want to understand the point in question and give a way to reach you. If a specific document is the reference, that is a private conversation.
The site not left clean enough
How the site is left matters as much as the result for many customers. Apologise simply and, if relevant, say what you are changing in the way you finish jobs.
The review from someone you can’t find
First look in your book of quotes and invoices. If you find nothing, say so politely and ask for a contact, without accusing the person of lying.
Three reply templates to adapt
Fill in the fields (optional)
An empty field stays in square brackets in the text: fill it in before publishing. Read it over and change a few words, a reply that looks written for this person beats a copy-paste.
Delayed job
The customer complains about missed deadlines.
Hello [first name], thank you for your feedback. We understand your dissatisfaction about [problem], and we are sorry for the inconvenience. We would like to discuss it with you directly: you can write to us at [contact]. [business name].
Quote and invoice
The review mentions a price difference or a misunderstanding of the quote.
Hello [first name], thank you for taking the time to write. We would like to understand what the problem was with [problem] and go through the documents with you. Could you write to us at [contact] so we can talk about it in person? [business name].
Thank-you
Positive review about a job.
Thank you [first name] for your trust and for your message! Your words about [specific point] make the whole [business name] team happy. Do not hesitate to contact us for your next works.
Other cases (fake, unfair, no comment reviews): the twelve general templates.
Where to put your review QR code
- On the invoice at the end of the job, at the bottom of the page, with a short sentence explaining what the code is for.
- In the email or text sent with the invoice, with the direct link.
- On a business card you leave with the customer, with the QR code on the back.
The direct link, the QR code and an A4 poster with your name are made here: Google review link and QR code (free, no account). The same QR code for all your customers, with no sorting.
To check on your Google listing
- Your service area instead of a shop address, if you travel to the customer.
- Your services listed with the words your customers use (emergency repairs, bathroom renovation, interior painting...).
- Photos of your work, taken with the customers’ agreement, and of your van or your team.
To go through the rest: the 17-point listing check-up. A complete listing doesn't guarantee a better ranking, it mostly keeps you from losing a customer over wrong info.
To avoid
- Publishing job photos in which a customer’s home can be recognised without their agreement.
- Writing the address, the amount or order details in a public reply.
- Bargaining a review against a discount on a future job.
Google's rules change: read its official help from time to time. More details: getting more Google reviews, honestly. These tips are practical, they don't replace legal advice.
A review to deal with now?
With a free SwimUp account, you paste the review and get a tailored reply draft (3 per day). Always read it over before publishing. No bank card. SwimUp also offers paid services around Google reviews, shown on the home page.
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